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IT Support/Help Desk Specialist
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Job Description
Job Description
Position: IT Support/Help Desk Specialist
A major company is seeking an IT Support/Help Desk Specialist with over three years of professional experience in IT. This role involves maintaining the company's desktop computing environment by analyzing requirements, resolving issues, installing hardware and software, and supporting the internal IT helpdesk within a fast-paced manufacturing setting.
Responsibilities:
Helpdesk Support
- Provide onsite and remote support to end users, resolving technical issues efficiently.
- Respond promptly to IT service desk requests.
- Monitor, prioritize, and resolve IT support tickets to ensure SLA compliance.
- Offer remote assistance using desktop tools for troubleshooting and support.
- Assist in training end users on software and hardware tools as needed.
Hardware & Software Maintenance
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and peripherals.
- Configure, install, and maintain hardware, software, and peripherals, including workstations and mobile devices.
- Assist with the setup, deployment, and configuration of new workstations and equipment for onsite and remote employees.
- Perform regular patches, updates, and security enhancements on operating systems and applications.
- Execute hardware and software upgrades for workstations as required.
User & Account Management
- Manage user accounts and permissions in Active Directory, Azure AD/Entra ID, and other directory services.
- Provide support for VPN connectivity, network access, and security protocols for remote users.
- Participate in onboarding new employees by setting up hardware and configuring accounts.
Documentation & Inventory
- Document issues, resolutions, and steps taken in the IT service desk system.
- Maintain accurate documentation of procedures, technical issues, and user guides.
- Keep an inventory of IT assets, including hardware and software licenses.
Collaboration & Escalation
- Collaborate with vendors and third-party service providers to resolve hardware or software issues.
- Escalate complex technical issues to senior IT staff when necessary and track their progress.
Project Support
- Participate in IT projects, including system migrations, upgrades, and deployments.
- Assist with user and service migrations between cloud providers, ensuring minimal disruption to end users.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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